Help Desk Support Specialist jobs in Lowell, MA

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

NOTE: ZOLL requires COVID vaccinations subject to legal exemptions

Job Summary

In this position you will act as the main point of contact for special accounts, Military and Field Service Team for all requests including technical support and customer service through email, phone support, and face-to-face meetings as needed. The ideal candidate will drive customer satisfaction through professional and responsive service, utilizing de-escalation skills when needed.

You will be responsible to provide Tier I and Tier II support of our medical device products, including assisting customers and field sales via the telephone and email with support of our products. This also includes interacting and escalating issues with our other product teams to ensure that the customer expectations are met.

Essential Functions:

Provide Level II technical support functions for field service team and military customers including, but not limited to:

• Act as primary contact/liaison for field service team

• Act as primary contact/liaison for military

• Act as primary contact/liaison for special customer accounts

• Manage dispatch of field service team as needed

• Provide technical support for military customers

• Follow up on inquiries, and ensure satisfactory customer resolution

• Follow departmental processes and procedures

• Accurate entry of customer reported complaint details into claim tracking system

• Stay current with system Information, changes and updates as provided by White Glove Program Lead

• Research required information using available resources

Provide White Glove support to Military and ZOLL special customer accounts including, but not limited to:

• Take direction from, and support, White Glove Program Lead

• Assume ownership and accountability for the entirety of the customer experience

• Deliver technical troubleshooting through phone support, advising and assisting customers in solving problems related to devices, data support and accessories.

• Open and track cases and/or service requests to closure

• Provide rapid and accurate response to customer to ensure maximum uptime

• Serve as a conduit between external and internal customers

• Execute excellent incident and problem management

• Juggle multiple responsibilities and shifting priorities

• Occasional travel to customer site for relationship building

• Occasional on-call phone support for evening and weekend emergencies

• Ensuring ZOLL is represented with the highest degree of professionalism

Skill Requirements:

• Ability to manage customers’ expectations with proactive and strategic solutions

• Ability to work cross-functionally with multiple departments

• Ability to prioritize and manage multiple, competing interests with tact and diplomacy

• Excellent attention to detail

• Excellent written and verbal communication skills

• Ability to work both independently and collaborate as part of a team in a fast-paced environment

• May include up to 10% travel

• Creative problem-solving skills and good customer follow-up skills

Required/ Preferred Education and Experience:

• Motivated with proven troubleshooting skills

• Excellent customer service skills 4-year degree in electronic/Biomedical (preferred), or equivalent experience

• Preferred Paramedic Certification, with 2 years of complementary experience and/or technical diploma/certification

• Minimum of 2 years prior technical support experience working directly with customers or equivalent experience working in a technical capacity within the industry.

• Experience in Clinical environment preferred

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity. We are an Equal Opportunity Employer M/F/D/V.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990